I attended a meet-up group recently where informal discussions fell on the difference between building an operation to support B2B versus B2C. The group seemed quite divided – some suggesting that the difference was considerable, whilst others suggested that the differences (for operational purposes) are most cosmetic. I heard lots of interesting view points, so… Continue reading Is B2B customer experience delivery different to B2C?
“Land & expand” is the modern VP of Sales favourite phrase to bandy about that marketing has brought into their net. It’s all about signing up huge volumes of net new customers, then pushing the expansion of revenue, cross-sell and up-sell to these customers. It’s crude, tacky, over-simplified and jargon. If it really were that… Continue reading “Land & Expand”: Two words you are missing to make this happen!
Some work in organisations that deal solely with businesses – whether that is start-ups, SMEs or corporate and enterprise-sized businesses. The world of clients has the challenge of diverse relationships per account, complex business structures or multiple sites – B2B is a complex environment in which to deliver strong reactive and proactive service. On the other hand,… Continue reading Why data is the lynchpin between the client and customer experience
I’ve been working on building out a 4-year vision on what our customers should expect from us – notice that I didn’t say what we will deliver to our customer, or what products our customers can buy from us. The most engaging customer experiences are built around the customer’s perspective, and writing it as a… Continue reading How to tell your customer experience story
For those of us in service delivery, we’ll often be used to supporting our sales colleagues when they are working on RFIs & RFPs. Creating costing models, service descriptions, defining KPIs & SLAs and even showcasing our service teams to impress a prospective client. But sometimes the boot is on the other foot. Whether it’s… Continue reading 5 CX considerations when selecting a new supplier
Early on in my career, in particular, when I was first appointed a line manager, I was always keen to minimise the involvement of other people in any projects I ran. My naive logic went along the lines of the less people involved, the less unexpected inputs to handle; and the more likely I was… Continue reading 3 barriers to amplifying cross-functional co-operation
If you are in the business of keeping customers, in particular, if you’re a SaaS business, you’ve probably got a customer success team. There are some cracking blogs and guides out there – check out articles from Jeanne Bliss for inspiration, Gainsight for the system, Blue Nose for insight and For Entrepreneurs for meaningful metrics. In fact, there’s a HUGE… Continue reading So you’ve created a customer success team – now what?